Paradiso Solutions Support Proces Overview

334 views

Published on

Here is a presentation about Paradiso Solutions LMS Support Levels

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
334
On SlideShare
0
From Embeds
0
Number of Embeds
61
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Paradiso Solutions Support Proces Overview

  1. 1. +1 800 513 5902+1 800 513 5902info@paradisosolutioParadiso Solutions TechnicalSupport Process OverView
  2. 2. +1 800 513 5902+1 800 513 5902info@paradisosolutioAbout Paradiso• In Business since 2007, based in SiliconValley• Experts in LMS Software and ContentCreation• Clients in Education and CorporateSector• Strong management team with manyyears of experience in Silicon Valley
  3. 3. +1 800 513 5902+1 800 513 5902info@paradisosolutioSupport Staff• Staff with many years of ProjectManagement Experience• Technical and ManagementTraining• Over-communicators• Passion for Success
  4. 4. +1 800 513 5902+1 800 513 5902info@paradisosolutioLMS Support OverviewOur LMS Support Experts will:• Answer questions relating to LMS use.• Advise on the effective use of your eLearningPlatform.• Troubleshoot LMS problems and issues.• Advise on best practice for LMS.• Resolve any LMS issues.
  5. 5. +1 800 513 5902+1 800 513 5902info@paradisosolutioLevels of Support / Level 1Tier/Level 1This is the initial support level responsible for basiccustomer issues. It is synonymous with first-linesupport, end user support, level 1 support, front-endsupport, or support line 1. Because Tier 1 supportissues are basic in nature they are normally handled byan onsite system admin but if there is the need ParadisoSolutions can also provide Tier 1 Support. These issuesare normally not very difficult or very technical.An example of Tier 1 Support are LMS issues related tologin, lost passwords, and incorrect permissions.
  6. 6. +1 800 513 5902+1 800 513 5902info@paradisosolutioLevels of Support / Level 2Tier/Level 2Tier 2 Support is more in-depth and technical than TierI and therefore requires a higher overhead as thetechnicians are more experienced and knowledgeableabout the particular product or service at hand. Tier 2Support is synonymous with level 2 support, supportline 2, administrative level support, and various otherheadings denoting advanced technical troubleshootingand analysis methods.An example of Tier 2 Support are bug fixes andpatches, customizations and theme work
  7. 7. +1 800 513 5902+1 800 513 5902info@paradisosolutioLevels of Support / Level 1Tier/Level 3 (T3/L3)This is the highest level of support in a three-tieredtechnical support model responsible for handling themost difficult, advanced or very urgentproblems. Tier 3 Support concerns only the mostsevere technical issues which have a direct impacton your organization and our level 3 support staffare responsible for working around the clock or wellinto the weekend until the problem is resolved.An example of Tier 3 Support issues are backupissues, system crashes, virus attacks, extremely slowor unusable system.
  8. 8. +1 800 513 5902+1 800 513 5902info@paradisosolutioTools Used• Ticketing Form• Support by Phone• Support by Online Chat• Support by Emails• Support via WebExTicket Management System to keepdocumentation on all the tickets and tokeep Project Management Applicationsimilar to BaseCamp.
  9. 9. +1 800 513 5902+1 800 513 5902info@paradisosolutioSupport by PhoneDo you need technical help? Do you needguidance regarding technical issues? We want tohear from you, call us at +1 800 513 5902 andour experts will be happy to help you.
  10. 10. +1 800 513 5902+1 800 513 5902info@paradisosolutioSupport by Online ChatDo you want to Chat with us? Visit our website atwww.paradisosolutions.com and drop us a lineon our Online chat, we are online throughout theday and you can chat with our experts live. Wewill be happy to answer your questions.
  11. 11. +1 800 513 5902+1 800 513 5902info@paradisosolutioSupport by E-mailYou can always reach us at sales@paradisosolutions.com, we will get back to you ASAP And direct your inquiries to our support team.
  12. 12. +1 800 513 5902+1 800 513 5902info@paradisosolutioSupport via WebexWant to walk us through your problem? Noproblem, we can do a Webex screen sharesupport meeting and our experts will understandand solve your problems via Webex.
  13. 13. +1 800 513 5902+1 800 513 5902info@paradisosolutioSupport Ticket FormSupport Ticket Form
  14. 14. +1 800 513 5902+1 800 513 5902info@paradisosolutioTicketing System Overview for ProjectManagers and Admins on Client Side
  15. 15. +1 800 513 5902+1 800 513 5902info@paradisosolutioOverview of Tickets
  16. 16. +1 800 513 5902+1 800 513 5902info@paradisosolutioTicket Communication via Email orTicketing System Integrated
  17. 17. +1 800 513 5902+1 800 513 5902info@paradisosolutioTeam Overview
  18. 18. +1 800 513 5902+1 800 513 5902info@paradisosolutioTasklist
  19. 19. +1 800 513 5902+1 800 513 5902info@paradisosolutioTime Tracking for Billing andTransparency
  20. 20. +1 800 513 5902+1 800 513 5902info@paradisosolutioTimeDoctor Screenshots to see what isbeing worked on Anytime time of the day
  21. 21. +1 800 513 5902+1 800 513 5902info@paradisosolutioTimeDoctor Weekly Report
  22. 22. +1 800 513 5902+1 800 513 5902info@paradisosolutioTimeDoctor Daily Report
  23. 23. +1 800 513 5902+1 800 513 5902info@paradisosolutioContact Us!http://www.linkedin.com/company/paradiso-solutionswww.ParadisoSolutions.com+1 800 513 5902info_paradisoinfo@paradisosolutions.com

×